Need help?
Frequently Asked Questions
General
Which payment methods are available?
We provide the safest and quickest payment methods:
- Apple Pay
- Shop Pay
- Google Pay
- Creditcard (AMEX, VISA, Maestro & Mastercard)
- PayPal
- SOFORT Banking
- iDeal
- Bancontact
How can I get in contact?
You can email us at info@orien-shinjuku.com. We usually reply within 1 business day.
I did not receive a confirmation or shipping email, what can I do?
Please check your spam folder first. If you did not receive anything, you might have written your email incorrectly. You can always contact us at info@orien-shinjuku.com
I did not receive my order, what should I do?
Please check your tracking code first, you can find it in your email. Check your tracking code on orien-shinjuku.com If you are advised to pick up your package or they have failed to deliver it, please contact the concerned shipping company.
If you still have questions you can always contact us at info@orien-shinjuku.com
Track & Trace
Where can I find my tracking code?
All orders receive a Track & Trace-code. After confirming your order we will automatically send a code provided by our supplier. This usually takes around 2 to 4 days.
Where do I find my Track&Trace code?
We will send you a tracking email when your item(s) have been shipped out. In this email you can find a link with information about your package. Sometimes this email will end up in your spam folder.
If you did not receive anything, you might have written your email incorrectly. You can always contact us at info@orien-shinjuku.com
My Track&Trace code isn't working, what now?
It takes around 2-4 business days for any information to be available when checking your Track & Trace code, this is the reason an error might show. Please don't worry and check the code at a later time.
You can fill in your code on our website: orien-shinjuku.com
Tracking code says it has been delivered, but I didn't receive anything, What can I do?
In some occasions packages are delivered to local post offices. This is something we do not control and therefore cannot prevent this issue. The solution is simple: contact the shipping company via phone, email or Facebook chat to know where it has been delivered. You can contact us for more information at info@orien.shinjuku.com
Returns & Refunds
How can I return my item(s)?
Check out our Shipping & Returns page here.
How long does it take to get a refund?Shipping
It takes up to 5 business days for your refund to come through.
How can I cancel my order/change my adress?
Orders can be cancelled or changed within 2 hours of ordering. We cannot extend this due to the automatic processing with our suppliers. Please send an email as soon as possible to info@orien-shinjuku.com
I sent the wrong address, how to change it?
Adresses can be changed within 2 hours of ordering. We cannot extend this due to the automatic processing with our suppliers. Please send an email as soon as possible to info@orien-shinjuku.com
Disclaimer: We are not responsible for any fault adresses, which may cause in a lost item.